Issues with Apple M1 Max

[acc-c2ca]

Good afternoon,

Got a system having issues, it is a MacBook with Apple M1 Max (Sillicon). Intermittently NetDrive will fail to load folders and files.

I have one of the log entries i believe to be the reason for this:

[2022/10/26 07:24:51.970] [ERROR] [1] [NDAGENT] Disconnected Push server is disconnected.

NetDrive Version 3.16.575

Mac OS Monterey

[support1]

Good afternoon,

The log entry is not related with loading folders and files.

After setting the log level to VERBOSE, please reproduce the problem and send us the debug log file :

How to attach a log file

1. Change Log Level First, check your settings and change log level to VERBOSE. 1A. If you cannot login At your login screen: [image] Click SETTINGS at the lower right corner. Change Log level to VERBOSE and go back to login screen to apply the change: [image] 1B. If you can login Go to Settings: [image] Change log level to VERBOSE: [22] Set to DEBUG if you use old version because there is no VERBOSE log level. Go back to DRIVES screen. Changed log level takes effect when you leave …

There is no login related credential information in the log files.

Sorry for the inconvenience it may caused.

[acc-c2ca]

While we are waiting for the log report.

Are you aware of any issues with Macs and Adobe/JPEGs cauing issues with cache folder on Apple M1 Max Macbooks?

Regards

[acc-c2ca]

Hi

[2022/10/26 16:28:01.116] [DEBUG ] [ 142] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] OpenDir : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 142] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] OpenDir => AERROR::SUCCESS : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 3] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] ReleaseDir : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 3] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] ReleaseDir => AERROR::SUCCESS : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 9] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] StatFs : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 9] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] StatFs => AERROR::SUCCESS : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 7] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] GetAttr : /.Trashes
[2022/10/26 16:28:01.116] [DEBUG ] [ 7] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] GetAttr => AERROR::FILE_NOT_FOUND : /.Trashes
[2022/10/26 16:28:01.116] [DEBUG ] [ 142] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] GetAttr : /
[2022/10/26 16:28:01.116] [DEBUG ] [ 142] [FILESYSTEM] [/Volumes/UHA London Synology_lizziesharp:finder] GetAttr => AERROR::SUCCESS : /

Kind regards,

[support1]

@acc-c2ca

Are you aware of any issues with Macs and Adobe/JPEGs cauing issues with cache folder on Apple M1 Max Macbooks?

We are not aware of any cache folder issues with Macs and Adobe/JPEGs.

[support1]

Partial logs does not help much. Please reproduce the problem and send the whole log files compressed. There are logs made by several NetDrive components and we need to check them.

[acc-c2ca]

nd3log.zip (1.8 MB)

[acc-c2ca]

Good morning,

Just making sure that the ticket is still active?

Regards,

A

[support1]

Sure. Sorry for delays.

[support1]

All file request logs checked and I can’t find any error logs from the log files. All request completed without error.

Do you have steps to reproduce the issue? If you can reproduce the problem I can check the issue by remote session.

[acc-c2ca]

It is rather intermittent, it can sometimes be okay, or there will be instances where a saved file won’t show for couple of days. We believe it to be a caching issue, however that didn’t seem to be the case. Its not something that can be reproduced on the spot.

[support1]

Please let me know what is the file operation you experience the problem? With Adobe exporting to JPEGs?

[acc-c2ca]

Hi,

They are missing from the file explorer and can’t be seen but others can see it.

[acc-c2ca]

Good morning,

Just keeping this ticket live

[support1]

For the “disconnected push server” error, we changed 3rd party websocket library.

Windows

https://files.bdrive.com/netdrive/builds/d1ebf83565f841208e6579d11f255749/NetDrive3_Setup-3.17.793.exe

Mac

https://files.bdrive.com/netdrive/builds/fdf5a3efaf5b496d9acba8fa923e0150/NetDriveInstaller-3.17.672.dmg

[support1]

@acc-c2ca

They are missing from the file explorer and can’t be seen but others can see it.

It is my understanding that you saved files and the files are missing from your file explorer (macOS Finder) but others who mounted the storage can see the files. I will try to reproduce the problem with my Mac M1.